Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets

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Szerző: GÁLVEZ VILLALOBOS ÁNGEL DE JESÚS

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Szerző: Samy Sarem

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Szerző: Belén Ichina

Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets

the degree of improvement in providing quality mobile phone voice services to customers

apology

behavior of requests for forgiveness

make info

easier to remember

interesting

save time

STRATEGIES

COMPENSATIONS

COMMUNICATIONS

QUALITY IMPROVEMENT

APOLOGY

estregies

hypotheses 1

Short decay

Long decay

Hypotheses

total cost of media spending that is used by the CM company

Communications strategy

Customer satisfaction

overall satisfaction evaluation of the mobile voice service of the CM company.

MODELS

IRF

you'll come up with original ideas

BAYESIAN METHOD

VAR